Complaint ID: 16060201
Complaint Classification:
Complaint Description - Posted 3/1/2011 9:52:38 AM
I purchased a HP Pavilion dm3 for the purpose of storing & transmitting data to my daughters doctors due to her hypo-plastic left heat diagnosis in order to maintain the care for her that she needs. As of now I can do very little with the laptop which is still under warranty for another month. I paid $688.98 for a reliable laptop with good service and quality and wireless capability's & I have yet to receive any of this. I sent the laptop back on at least 3 occasions. I have made 7+ calls to get help since the purchase. HP has promised to fix this issue & has failed multiple times to do so. The warranty is supposed to be from the date of purchase one year & has been violated numerous times by HP. I had to fax 2 times already the proof of purchase & the case info to get help at all. There is supposed to be a functional recovery drive built in, this drive has never worked & has been sent back at least 2 times & still fails after they claim they fixed it. I followed instructions the tech agents gave only to repeat steps already taken I told them I had already done so. They had insisted I do or threatened to hang up on me. There directions caused even more damage to connected equipment. The recovery CD's I was sent fail. Ether provide me a full refund & cover the damaged equipment or give me what I paid for.
Complaint Summary
Failure to honer warranty, follow threw w/repairs, bad customer service experiences, missing a part (Wireless card) failure to repair under warranty.
Resolution Sought
Either provide me a full refund & cover the damaged equipment & accept the return of the laptop or your company can replace the laptop, address the recent security update issue that likely was the cause of this mess, fix the CD drive the computer corrupted by listening to your tech agents instructions, address all the for-mentioned concerns and give me what I paid for.
Additional Information
Date Problem First Occurred:
4/21/2010
Product or Service: HP Pavilion dm3 laptop
Model Name or Number: HP Pavilion dm3
Date Purchased: 4/1/2010
Order Number:
Amount In Dispute: $768.98
Company's Response
Company's Initial Response - Posted 03/03/2011
Hewlett-Packard's Case Manager Diana spoke with Mr. Michael White on March 1, 2011 and offered to send an in-home technician. He declined. Hewlett-Packard's Executive Office agrees with Hewlett-Packard Case Manager's decision. Mr. White needs to contact Hewlett-Packard's Case Manager at 1-877-917-4380 Extension 93 and reference to transaction number 7501789529 if there are further issues.
Initial Response Summary
Hewlett-Packard's Case Manager Diana spoke with Mr. Michael White on March 1, 2011 and offered to send an in-home technician.
Consumer's Rebuttal
Consumer's Rebuttal - Posted 03/04/2011
I have sent my laptop in numerous times already, they never fixed what they were supposed to, i.e. recovery drive, reload o. s. to factory settings, the recovery C. D.'s don't work and the tech support is not only rude but harassing me. I have a daughter that needs to have Dr's send and receive data in order to live and now they are hurting her and I am beyond furious with HP. Hp needs to make a full refund and if I have to wait another day or two for this, I demand that legal action be taken agents HP immediately. We don't have time hear to play your games. I want nothing to do with HP or its affiliates and simply demand my money back for there failure to uphold there warranty as described as is my legal right to do so. HP's behavior has been far less than professional, the actions of HP is criminal and should be delt with accordingly without hesitance.
Please note; Since HP has people working inside the BBB I don't expect they will correct the issue. I was told that they have had 7,500+ complaints in the past 2 years and still maintain an A+ rating. How is that possible or logical? Without delay, upon being informed this by a better business burough representative I continued to file a complaint about my situation to the federal trade commission, CA district attorney and PA district attorney. I am doubting highly anything will be done tho. Don't believe me? Google "HP Sucks" and you can see for yourself thousands and thousands of the same situation and worse, I highly suggest reading them. I WILL NEVER buy anything HP or affiliated products EVER again. This company should have justice served for there actions without delay and are clearly in criminal and conspiracy actions at the moment.
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